On 13/05/2023 i received an email from the “Trust & Safety” of shopify being notified that my store is being terminated as my items may have not been reviewed by the Authorised brand owner, which makes no sense as we are the Brand owners and hand make all our products ourselves. Live chat support tells me to respond directly to that email which seems pretty straight forward? Wrong, 26 Days later and 7 Sent emails i still have not received a single response. Live chat offers zero help, and trust and safety don’t even respond to your emails. i cannot understand how this is even possible to take someones sole source of income overnight. No request for documents or anything, just instant shutdown. I cannot fathom this.
Thanks for sharing your concern with us here in the Shopify Community.
While we can’t access tickets of that nature from here in support ourselves, I did reach out internally to the relevant team who will be able to follow up with you via email.
Keep an eye out for a reply via that ticket number shared here from the escalated team in charge of this area with more info and you can take it from there.
Here’s an update: they finally responded to my 9 emails after 27 days. They copy and pasted the first email I received from them and offered no help or any other info in regards to fixing the issue. I’ve never seen such poor customer service in my life. I’ve responded, guess I’ll have to wait another month for a response.
Thanks for getting back to me here and confirming you had an update from the team in question.
While we can’t comment on such matters from here, it can be the case with teams like this that they are not able to divulge info on their processes for security reasons.
That said, the existing email contact you have with them is where you can address any concerns you have on the topic.